Empleados saludables y calidad de servicio en el sector sanitario: un estudio de caso

• Autores: Clara Ivette Hernández-Vargas, Susana Llorens Gumbau, Alma María Rodríguez Sánchez
• Localización: Anales de psicología, ISSN-e 1695-2294, ISSN 0212-9728, Vol. 30, Nº. 1, 2014, págs. 247-258
• Idioma: español
• DOI: 10.6018/analesps.30.1.143631
• Enlaces
  • Texto completo
• Dialnet Métricas: 11 Citas
• Resumen
  • español

    En este estudio se analiza el papel mediador de los afectos posi-tivos y el engagement en el trabajo entre creencias de eficacia y calidad de servicio (desempeño, compromiso, calidad percibida) en el personal sanita-rio (N = 154) de un hospital de la Comunidad Valenciana. Basado en el Modelo de Organizaciones Saludables y Resilientes (HERO) (Salanova, Llorens, Cifre, y Martínez, 2012) análisis de ecuaciones estructurales y booststrapping revelan que el afecto positivo y el engagement en el trabajo media entre las creencias de eficacia y la calidad de servicio. Concretamente, aquellos empleados con mayores creencias de eficacia, presentan mayor afecto positivo y más engagement en el trabajo que a su vez, se relaciona positivamente con mayor calidad de servicio

  • English

    In this case study, we analyze the mediating role of positive af-fects and work engagement among efficacy beliefs and service quality (per-formance, commitment, perceived quality) of health professionals (N = 154) from a hospital in Valencia. Based on Healthy & Resilient Organiza-tions Model (HERO; Salanova, Llorens, Cifre, & Martinez, 2012), structur-al equations and booststrapping analysis revealed that positive affect and work engagement mediates between the efficacy beliefs and service quality. Specifically, those employees with high efficacy beliefs, showed high posi-tive affect and more work engagement, which in turn was positively related to higher service quality

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